Abstract:
Telecommunication system of the country directly affect to the expansion of the
market system in that particular country. Various types of telecommunication methods are
used in this highly modern competitive world, in aim of making link with each other. In order
to make it success, customers always draw their attention towards the quality of the service.
Service Quality is one of the measurements to identify the customers' satisfaction which leads
to retain the customers in an organization. Therefore identifying customer satisfaction based
on service quality will help to get optimal future decisions. This study is carried out to
address the main objective of, determine the relationship between the Service quality
dimensions and the customer Satisfaction in telecommunication system in Sri Lanka. The sub
objectives of this study are (1) to identify the most effective Service quality dimension in
household telecommunication in Sri Lanka. (2)To identify the perceived gaps between
customer expectations and perceptions of the Telecommunication service in Sri Lanka. This
study is a Descriptive and Quantitative study. In order to obtain primary data questionnaire
was used. SERVQUAL model used to identify the customers satisfaction related to its' five
service quality determinants.100 household Sri Lanka Telecom customers in Kandy district
are drawn for the sample, based on convenience sampling Method. Regression Analysis and
Correlation Coefficients are used to analyze the data. Findings of the study highlight that
SERVQUAL model dimensions positively effect to the customer satisfaction. The dimension
Reliability is the mostly affected to the Customers Satisfaction on Telecommunication system
in Sri Lanka. The dimension Empathy is the lowest effectual dimension towards customer
satisfaction.
